Reservations Consultant

Purpose of Role
As a Reservations Consultant, for Queensland Yacht Charter's, your primary focus is to deliver outstanding customer service by guiding clients through the Yacht Charter process, and to assist our Charter Guests in planning their Holiday, Sailing in the Whitsundays.

Your goal is to nurture leads into successful sales, leveraging phone and email interactions to establish strong relationships with potential customers. This position emphasizes personalized communication to enhance the customer's experience during the consideration phase, recognizing the high-value nature of our bookings (averaging $10,000). Through attentive and informative conversations, you will foster a sense of trust and satisfaction, laying the foundation for long-term customer loyalty.

A sound knowledge of the Local Sailing area, Islands and Parks and wildlife here in the Whitsundays, is preferred and it is an asset to your role to have Sailing/Boating experience, a knowledge of Marine Terminology and experience in Tourism, as this knowledge is an essential component of the position.

Main Duties and Responsibilities

Core Objectives

Engagement Excellence:
Answer inquiries via phone and email promptly and professionally.
Initiate outbound calls to follow up on leads and explore upselling opportunities.
Tailor interactions to understand customer needs, providing detailed information about charter options, accessories, provisioning, and Sail Guide services.

Customer Enquiries and Reservations:
Assist customers with all inquiries, offering detailed information on chartering and suitable booking options.
Create reservations, process payments, and execute necessary administrative duties, including modification and cancellation of bookings.
Prepare and send communication to ensure customers are well-informed throughout the booking process.

Sales Facilitation:
Actively promote, sell, and upsell charters, ensuring customers are well-informed to make confident decisions.
Identify and pursue new sales opportunities through effective lead follow-up.

• Outcome orientated: committed to developing, maintaining and exceeding targets and KPI’s
• Attention to detail: excellent attention to detail and written skills when communicating with others, both internally and externally.
• Time management/organisation: accomplish objectives effectively within time frame given, and carry out administrative duties in an efficient and timely manner 
• Advanced communication: the ability to communicate effectively and clearly, with guests and colleagues, face to face, by email or telephone.  Experienced in dealing with conflict resolutions.

Administrative Precision:
Record all reservations accurately and promptly, following established procedures.
Process payments and ensure comprehensive documentation of all transactions.

Customer Relationship Management:
Liaise with guests, providing directions, advice, and assistance with luggage and loading.
Maintain a professional and positive attitude, resolving complaints or concerns promptly and efficiently.
Foster strong relationships by being a knowledgeable and reliable point of contact throughout the entire booking process.

Collaborative Coordination:
Communicate effectively with internal and external departments to ensure seamless operations.
Collaborate with Providore and Operations staff for vessel catering.
Coordinate with DYC for overseas bookings, verifying details before guests arrive.

Available and willing to work on a rotating roster basis including weekends as required

Willingness to learn new skills and technology required to ensure maximum efficiency for the position

Preparation and Oversight:
Prepare daily charter operations, including check-in and check-out files.
Ensure sailing qualifications and required documentation are in order.
Conduct pre-charter checks on vessels to guarantee a positive guest experience.

Other Duties:
Fulfil additional duties as requested by management or other department personnel.
Support cleaning and organizational tasks, aiding the Operations team as required.
Experience:

A proven background in sales and customer service, coupled with advanced administrative and computer skills.

Skills and Competencies:
Customer service focus with a commitment to representing the QYC/DYC brand professionally.
Exceptional communication skills, both written and verbal.
High attention to detail when interacting with guests and managing administrative tasks.
Effective time management and skills.

Proficient in Word, G-Suite, G-Mail, Google Drive, ZOHO CRM. 

Knowledge:
Local knowledge of the area and surroundings, including islands, is advantageous. Sailing/Boating experience is an asset and a knowledge of boating terminology is also advantageous.

Personal Attributes:
Professional, friendly, and outgoing demeanor.
Ability to thrive under pressure.
Highly developed organizational and time management skills.
Confident and positive attitude, with adaptability and flexibility.

Must live in Airlie Beach or be willing to relocate. We do not offer VISAS. 

This job is not suitable for Holiday Visa holders or traveler's. We are seeking Residents in the Local Area seeking a Long Term Position.

Must be a fluent English speaker and have an excellent command of the English language.